Audio payback

[Ken1954]

Hi I am a new customer to ee, I have a tv pro box with full package, system connected via aerial, all seems fine but when I watch a recoding the audio keeps cutting off. I have ee broadband i was just wondering if this is a common fault. This is quite annoying and some what takes away the enjoyment of my very short experience with ee. Can anyone advise 

[Peter_W]

Good afternoon @Ken1954.

Welcome to the EE Community 😊

Have you noticed any pattern on which channels are having the recording audio issues, or is it every recording you make?

Peter

[yabbaks]

Hi

I have the same problem, and not just with recordings. 

When watching live tv the sound often cuts out. If I switch off the EE box snd just use the the tv it's fine. And then when I switch the EE box back on, that is also usually OK. The HDMI cable is good quality (as recommended).

Never had this problem before, it's only since I got this new EE pro box that it's started. 

Keith 

[Christopher_G · Accepted solution]

Hi @yabbaks 

Welcome to the community.

Please follow the troubleshooting steps on this Problems with the Sound on EE TV help page. If you're still having problems with it after that, I recommend speaking with our EE TV technical support team.

Let us know how you get on please.

Chris

[yabbaks]

Thank you for your response,

Unfortunately nothing you have suggested has made any difference

The problem is when watching anything on the EE box. That is live tv, recordings or anything on any of the catch-up apps, it's fingers crossed, "will the sound be OK?"

If I watch anything just using TV, including all catch-up apps, Netflix, Prime Video, YouTube & HBOmax there is no problem at all. But that also means to watch any of the subscription channels I have to use the NOW app on my TV, but of course it is not possible to record anything

Right from the beginning there was an intermittent problem with the audio. It would cut out for a second or two, but over time it has got worse until now it just cuts out, and that's it.
It does generally work next time I switch it all back on, but it has to be switched off for a while first.

I have changed inputs, bought better quality hdmi cables, and I have tried all combinations of audio settings, but nothing makes a difference.

So I am almost certain the problem is with the tv box, and the only solution is a replacement tv box

Regards
Keith